Collaborating Authors

Al And ML Revolutionizes Customer Experience


What does such a revolution mean for today's CIO? For one, customer-facing functions such as sales, marketing and customer support are receptive, visible arenas for investing in digital transformation initiatives. But to succeed in this new landscape, CIOs have to move beyond overriding concerns with cost savings and internal operations; instead, they should think expansively and strive to embrace the customer-obsessed culture, which will drive growth in turn. Further, there is an undeniable link between customer experience and employee experience. Multiple studies have shown that investing in employee experience impacts the overall customer experience, with its highly desirable and significant return on investment.

Importance of Customer Experience in Marketing


These days, customer experience, data and brand strategy are gaining a lot of importance in marketing. Both the customer experience and data analysis play a bigger role and marketers are spending more time in focusing on the broader business strategy instead of just focusing on advertising. The infographic titled, "Let's Talk about Customer Experience". According to Gartner study, in the coming years, most of the companies are expected to compete predominantly on the basis of customer experience. Delivering a satisfied and excellent customer experience is the new battleground of the brands.

Banking Needs a Customer Experience Wake-Up Call


The "Improving Customer Experience in Banking" report shares the results of a global survey done to determine the CX maturity of banks and credit unions. The findings show that most organizations are not prepared for the future of increased consumer expectations.

Machines Can Provide A More Human Customer Experience Than A Human Can


Think of the last time you called a customer service line and talked to a human--did it feel like you were talking to an actual person, or was the conversation robotic and simply followed a script? Instead of enjoying a real conversation, too many brand interactions end up feeling impersonal and disinterested. Customers leave the conversation feeling frustrated or belittled instead of satisfied and accomplished. A lot of the problem comes from turning people into robots. We hire people to interact with customers and then tell them to talk like robots.